This is a remote position.
Technical Support: Provide first-level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and chat.
Issue Resolution: Troubleshoot, diagnose, and resolve technical problems including password resets, network connectivity issues, software installation errors, and hardware malfunctions.
Ticket Management: Log, track, and document all help desk requests and resolutions within the ticketing system; escalate complex issues to Tier 2 or Tier 3 support when necessary.
Onboarding & Offboarding: Set up, configure, and deploy workstations, laptops, peripheral devices, and accounts for new hires; securely wipe and reclaim assets during offboarding.
System Maintenance: Maintain accurate inventory records of all company hardware, software licenses, and access permissions.
User Documentation: Create and update user-facing documentation, quick-start guides, and internal FAQs to promote user self-service.
Experience: 1–3 years of experience in an IT help desk, technical support, or customer service role.
Education: Associate degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
Operating Systems: Proficient with Windows 10/11 and macOS environments.
Software Knowledge: Experience supporting Microsoft 365 applications (Word, Excel, Outlook, Teams), identity management tools, and standard business software.
Core Competencies:
Strong troubleshooting skills and a methodical approach to problem-solving.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Proven ability to multi-task and prioritize workload effectively in a fast-paced environment.
Professional certifications such as CompTIA A+, Network+, Google IT Support Professional, or Microsoft Certified: Modern Desktop Administrator.
Familiarity with remote management tools and modern Applicant Tracking Systems or HRS/IT ticketing workflows.
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
401(k) matching and retirement planning.
Generous Paid Time Off (PTO) and paid holidays.
Opportunities for professional development, certifications, and career advancement.